Loan Servicing Experience & Satisfaction Survey

Welcome, and thank you for participating in this survey about your loan servicing experience. We are interested in your honest opinions about your loan statements, escrow account, and any customer support interactions. There are no right or wrong answers — we simply want to understand your experience. Your responses are confidential and will be reported only in aggregate. Participation is entirely voluntary, and you may stop at any time. The survey takes approximately 6–8 minutes to complete.

Which type(s) of loan do you currently have with your primary lender? Select all that apply.

• Mortgage
• Auto loan
• Personal loan
• Student loan
• Home equity/HELOC
• Other (please specify)

Thinking about your most recent loan statement, please rate your agreement: The information on my statement was accurate.

Do you have an escrow account tied to your loan?

• Yes
• No
• Not sure

In the past 6 months, how have you contacted customer support about your loan, if at all? Select all that apply.

• Phone
• Live chat
• Email
• In person/branch
• Did not contact support

How likely are you to recommend your lender to a friend or colleague?

What is your age group?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65 or older
• Prefer not to say

Thank you for completing this survey. Your feedback will help us improve loan statements, escrow transparency, and customer support. Your responses will be kept confidential and reported only in aggregate.

In the past 3 months, how often did you review your loan statements?

• Every month
• Most months
• About half the time
• Rarely
• Not at all

The layout and organization of my statement made it easy to find important details.

How clear or unclear are the escrow calculations shown on your statements?

Thinking about your most recent customer support interaction, how satisfied or dissatisfied were you with the experience?

How satisfied are you with your overall loan servicing experience?

Which of the following best describes your gender?

• Woman
• Man
• Non-binary/gender diverse
• Prefer not to say

How do you usually access your loan statements? Select all that apply.

• Online account/portal
• Mobile app
• Email (PDF or link)
• Printed mail
• By phone with a representative
• Other (please specify)

My statement was delivered in a timely manner.

Which of the following escrow-related issues, if any, have you experienced in the past 12 months? Select all that apply.

• Unexpected escrow shortage
• Large annual escrow adjustment
• Taxes paid late
• Insurance paid late
• Force-placed insurance
• Difficulty understanding escrow analysis
• None of the above
• Not applicable — I do not have an escrow account

Please rank your top 3 preferred channels for future loan support (1 = most preferred).

1. Phone
2. Live chat
3. Email
4. Self-service portal/FAQ
5. In person/branch

Based on your responses in this survey, if you could change one thing about your loan servicing experience — whether related to statements, escrow, or customer support — what would it be?

In which country do you currently reside?

• United States
• Canada
• United Kingdom
• Australia
• New Zealand
• Germany
• France
• Netherlands
• Other European country
• Latin America
• Middle East/Africa
• Asia
• Other
• Prefer not to say

My statement included all the information I needed about my loan.

We'd like to explore your loan servicing experience in a bit more depth. An AI moderator will ask you a couple of follow-up questions based on your responses about statements, escrow, or customer support.

What is the highest level of education you have completed?

• Less than high school
• High school diploma or equivalent
• Some college, no degree
• Associate degree
• Bachelor's degree
• Graduate/professional degree
• Prefer not to say

Overall, how easy or difficult was your most recent loan statement to understand?

What is your current employment status?

• Full-time
• Part-time
• Self-employed
• Unemployed
• Student
• Retired
• Homemaker
• Prefer not to say